Customer Success Manager
New
US RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3-5+ years
- Required Skills
- CybersecurityAccount ManagementStakeholder managementCustomer SuccessSaaS
Requirements
- 3-5+ years in Customer Success, Account Management, or similar client-facing roles in SaaS or cybersecurity.
- Strong understanding of cloud security programs, modern security org structures, and value-driven success methodologies.
- Exceptional communication, stakeholder management, and executive presentation skills.
- Proven track record of driving adoption, managing complex accounts, and leading cross-functional programs.
- Comfortable working in fast-paced environments and influencing both customer and internal priorities.
- Experience partnering with technical teams (TAMs, SAs, Product) and Sales to support customer outcomes and retention.
- Ability to connect technical capabilities to business impact, security outcomes, and ROI.
Responsibilities
- Serve as the primary business-facing contact and trusted advisor for assigned strategic customers.
- Own the post-sale customer journey from onboarding through renewal, ensuring clear ownership and smooth handoffs across teams.
- Own customer renewals and hygiene by tracking timelines, forecasting risk, and ensuring early alignment with Sales.
- Identify and surface expansion opportunities in partnership with Sales by understanding customer initiatives, cloud footprint, and security roadmap.
- Collaborate with Sales on long-term account strategy and positioning of relevant Upwind capabilities.
- Partner closely with TAMs to drive adoption of new capabilities, communicate value, and track progress against success criteria.
- Develop and manage joint success plans aligned to customer objectives, KPIs, and success criteria.
- Build strong relationships across executive, security, DevOps, and cloud leadership.
- Ensure customers achieve measurable outcomes by operationalizing Upwind within their workflows and expanding usage over time.
- Lead Quarterly Business Reviews (QBRs), program reviews, and executive readouts.
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